Enable and configure the Financial Services Service Selector in FSO

[peterkang]

Overview:

The Service Selector in the Financial Services Workspace empowers agents to create the right case type or service request in seconds—reducing errors and accelerating time-to-resolution.

Have your agents spend less time navigating forms and more time helping customers, reduce admin effort, and accelerate new agent onboarding. With Service Selector, agents can quickly select from a curated list of available case types and services (such as payment inquiries, credit card requests, or account changes). This streamlined experience ensures:

• Faster case creation – Agents select the appropriate service directly from the workspace rather than searching through menus
• Reduced errors – Clear, categorized selection ensures the correct case type is chosen, triggering the right workflows and playbooks automatically
• Consistent service delivery – All agents follow the same standardized process for creating customer requests across banking, insurance, and customer service

Enabling this capability also unlocks the ability to use additional enhancements such as  Record Producer in FSO Workspace and Now Assist-powered Service Recommendations to further enrich the case creation process and provide consistent experiences.

This article will cover three sections of configuration:

Part 1: Enable Launch of the Service Selector from List Actions

• Configure the “New” button to launch the service selector instead of a generic case creation form

Part 2: Unlock both FSO + CSM Service Definitions in the Service Selector

• Expand the services list the service selector fetches from to include FSO and CSM Service Definitions

Part 3: Reveal the full services list on any list view (Optional)

• Provide the complete, expansive list of services to choose from instead of the default context-based services for a given list view

From less searching to more doing

By default, clicking the "New" button on a case list opens a generic case form. In this article, we will walk through how to change the default behavior so the "New" button launches the Service Selector model, allowing agents to quickly find and choose the appropriate service type before case creation. This is very similar to a catalog in service portal.

Related Docs: Product Service Selector

Before - Experience without Service Selector:

Using the “New” List Action button directs the agent to a generic case form to create a record

After – Streamlined experience with Service Selector:

The “New” List Action opens a modal to select an appropriate service, driven by Service Definitions, and can open tailored intake experiences such as service-specific form layouts, playbooks, or record producers.

Part 1: Enable Launch of the Service Selector for List Actions

Empower your agents to have the service selector at their fingertips from any list by configuring the “New” button to launch the model instead of going to a generic case form.

 

Step 1: Navigate to List Actions

1. Navigate to All > Now Experience Framework > Declarative Actions > List Actions.

Step 2: Locate the List Action for Service selector

1. In the List Actions view, filter by searching for case type selector under the Specify client action column.

2. This will bring back results on the "New" action for various tables including Global [global], Financial Services Base [sn_bom_case], and others. The “New” action configuration ties the service selector to be launched whenever you want to create a new case from the list view button.
3. In this example, we will turn on the launch of the service selector at the Global level i.e. for all lists – however you can create one for any specific table by duplicating the configuration and selecting the associated table. See Part 3
4. Select the “New” item that is related to the Global [global] table with the description "Create case on list view".
5. Switch to the Customer Service Case Types application scope to edit this record.
6. Set Active to true (checked).
7. Click Update.

Part 2: Unlock Both FSO+CSM Service Definitions in the Service Selector

 

One Selector, Every Service

To level up your service game, you may want to have the flexibility and option of availability to choose from FSO AND CSM services in the service selector. To expand the Service Selector, follow the steps below to fetch the extended list of services across both.

This will require some steps to either deactivate or change the order of the scripted extension point implementations. (More on that later – or don’t care? Get it done in just a few quick steps below!)

Step 1: Access Script Includes

1. Navigate to All > System Definition > Script Includes.

Step 2: Deactivate the FSOServiceDefinitionIntegrations Implementation

1. Search for the script include named FSOServiceDefinitionIntegrations.
2. Open the record.
3. Set Active to false.
4. Click Update.

Why can I deactivate this script? (The Fine Print)

The selector leverages the CSMServiceDefinitionIntegrations scripted extension point to drive it’s core functionality. The key advantage of scripted extension points is their support for multiple implementations, enabling customers to easily customize or create their own.

Related Docs: More on Scripted Extension Points

Out-of-the-box today, there are two active implementations that determine what appears in the Service Selector:

CSMServiceDefinitionIntegrations and FSOServiceDefinitionIntegrations

These two both contain the same core function for the service selector with one minor variation – the FSO implementation adds an extra filter for FSO-specific services.

By default, once FSO apps are installed, the scripted extension point implementation with the higher order of execution is the FSO implementation, FSOServiceDefinitionIntegrations, thus using the extra filter as a priority.

The desire to utilize both FSO and CSM services is so common that it is already planned in the near-term to deprecate FSOServiceDefinitionIntegrations and transition to using CSMServiceDefinitionIntegrations exclusively going forward post-deprecation.

Currently, you have two options to adjust the behavior that are acceptable – Deactivate the FSO scripted extension point implementation or change the order value.

Impact of deactivating FSOServiceDefinitionIntegrations: There is no negative impact as deactivation defers to use the CSMServiceDefinitionIntegrations scripted extension point, which includes all the same core functionality and more inclusive for FSO + CSM services. There is no other impact—this is the intended behavior of scripted extension points where customers can choose which implementation to use based on their requirements.

If you want to keep both and change the order value:

To adjust the implementation settings

1. Navigate to Scripted Extension Points
2. Open CSMServiceDefinitionIntegrations (sn_csm_case_types.CSMServiceDefinitionIntegrations)
3. Access the Implementation related list
4. From there, you can modify the order value (or change the Active flag to false to deactivate here as an alternative)

Part 3:  Reveal the full services on any list view (Optional)

One Selector, Every Service, From Any List

Part 2 covered unlocking the Service Selector possibilities by fetching the FSO and CSM services list, but the Service Selector also filters the services based on the source case list it is launched from.

In the example below, I launched the Service Selector from the Complaints Service Case list “New” button and it shows me the available services for Complaints.

This is expected behavior, but you may want to launch the Service Selector with the complete list of services rather than just the source case context. This allows your users to initiate any type of request from the full list rather than having to navigate to a higher-level table list (Access controls and roles still apply!)

Create a new List Action assignment for the table list you want to make the full Service Selector available for

1. Navigate to All > Now Experience Framework > Declarative Actions > List Actions.
2. In the List Actions view, filter by searching for Case Type Selector under the Specify client action column.
3. Open the “New – Global – Case Type Selector” action assignment (from Part 1)
4. Right-click the top header and select “Insert and Stay” to create a duplicate record of this configuration

5. Change the Table field to select the target table. In this example, we want the Complaints table list action to launch the full service selector

6. Ensure "Active" is checked, save the Action Assignment and you are done!

Related Links:

Streamlining Case Intake in FSO Workspace with Record Producer Launch 

Now Assist for CSM - Service recommendations for interactions